IT Business Process Manager

Why clients love us:  

We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!  

The value you bring:  Business Process Managers are responsible for ensuring the successful outcomes of Professional Services, Managed Services, and Customer Success projects. Working closely with clients and cross departmentally, they ensure that projects are delivered as scoped, on time, and at/under budget to achieve customer goals. Business Process Managers leverage their business acumen, superior interpersonal skills, and project management expertise to ensure a smooth project experience for all involved parties and are responsible for the following essential duties and responsibilities:

 What you’ll do:  

• Oversees projects related to client technologies, spanning infrastructure spectrum and including application support and integration; migrations; hardware/software procurement; asset/licensing management; upgrades and implementations. 
• Oversees the full project cycle, from resourcing to client communications, to change orders and close-out, coordinating with client points of contact and Managed Solution engineering/sales resources to ensure projects are delivered satisfactorily and in accordance with contracted work, to achieve client’s business/technology goals.
• Leverages outstanding interpersonal communication skills to build relationships with internal staff and points of contact at the client site, including IT staff and members of upper management/C-suite teams in order to effectively influence project success, resolve conflict, and achieve customer goals. Demonstrates clear understanding of client’s business goals and the transformational objectives of the project.
• Leads project cadence meetings, including kick-off calls, and acts as a main point of communication for clients during project work. Ensures project meetings have an effective agenda and the appropriate attendees. Writes and delivers timely and accurate meeting notes and schedules appropriate follow-up actions to facilitate project progress.
• Ensure successful achievement of client goals by aligning work with the project scope outlined in the executed statement of work. Identifies and escalates project risks related to resources, scope issues, implementation, and budget, working across departments and with the client and responsible for ensuring effective/timely resolution of issues.
• Manages project change order processes, including client communication, as necessary to obtain client authorization for changes in project scope and/or budget. Delivers updated contract documents using contract management tool, in coordination with management/sales, as needed.
• Utilizes ticketing/scheduling systems to assign resources and build project plan documents in accordance with best practice and company standards.
• Utilizes strong writing skills to build and deliver end-user documentation and other written communications related to the project.
• Delivers project retrospective and close-out activities, including the documentation of lessons learned, client testimonials, etc. May detail client work and feedback as appropriate in public-facing blogs or other written communiques, documenting the transformational aspects of the project and the outcomes achieved for the client, including ROI or other positive impacts.
• Works with the Managed Solution sales team to identify additional opportunities to deliver services to provide value to the client. 
• Responsible for successful management of internal projects related to operational efficiency improvement and change management, utilizing the project management skills and business strategy mindset outlined above to achieve business transformation goals. 
• Other related duties as assigned.
• Maintains compliance with all company/client policies, including security policies and those related to client confidentiality.

 What makes you a fit:  

• Bachelor’s degree plus 3-5 years of Project Management experience, preferably within the IT services industry. 3+ years of experience managing client projects at a consulting firm/systems integrator/MSP required. Equivalent combinations of experience and education will be considered.
• PMP,  SCRUM/Agile, and/or ITIL certifications strongly preferred.
• Highly effective organization and time management with